Rep II - Customer Service Shared Services

Rep II - Customer Service Shared Services

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!

Responsibilities

Quoting and Pricing Responsibilities:

• Accurate and timely quoting: Ensure the accurate pricing of services and deliver timely quotes to customers, contributing to customer satisfaction and the company's revenue goals.
• Pricing inquiry resolution: Collaborate with internal teams to resolve pricing discrepancies or inquiries promptly to maintain customer trust.
• Quote monitoring: Track the progress of quotes to ensure they are delivered within the agreed timeframe and identify areas for process improvement.

Customer Service and Logistics Coordination:

• Booking form handling: Manage most bookings via email using a booking form with English and local language translations. Monitor all bookings and inquiries through shared inboxes, Teams channels, or Salesforce Case Management.
• Site starter pack preparation: Assist in preparing detailed starter packs for projects involving multiple protocols and sites, with training provided on Salesforce BSNG.
• Pick-up requests: Process pick-up requests for local Asia Pacific countries, ensuring timely and accurate coordination.
• OK to send request and review: Review and process OK to send requests, ensuring accuracy, compliance with protocols, and timely delivery.
• Blanket OK to send approval review: Conduct reviews for blanket approvals, ensuring all criteria are met and documented appropriately.

Proactive Monitoring and Communication:

• Proactive escalation monitoring: Monitor escalations proactively to ensure timely resolution and minimize disruptions in logistics processes.
• Temperature data distribution: Distribute temperature data accurately and on time to relevant stakeholders to ensure compliance with shipment requirements.
• Client communication: Regularly update clients on the progress of their shipments and any deviations from the original delivery plan to ensure smooth transfer of information.
• Problem resolution: Manage and resolve routine client issues and complaints professionally, ensuring client satisfaction with the resolutions provided.

Shipment and Routing Management:

• Shipment monitoring: Proactively identify potential problems with shipments and services, seek tailored solutions to mitigate risks and ensure smooth operations.
• Routing solution: Research new routes and stay updated with airline requirements and timetables to provide the best options to clients. Collaborate with the Operations team to secure optimal routing for client shipments, balancing reliability, speed, and cost-effectiveness.
• Packaging solution: Provide packaging solutions based on the customer's commodity and specifications, temperature requirements, transport lead time, and airline needs.
• Transportation coordination: Help coordinate shipments from pre-booking to billing milestones, proactively notifying customers about any delays or updates as needed.
• Escalation: Ensure timely follow-up on every shipment and escalate issues as necessary to ensure quick resolution and service recovery.

Ad Hoc Requests and Support:

• Address ad-hoc client requests efficiently, providing tailored solutions and timely responses.

Qualification

• At least a diploma in logistics or any related field.

Minimum Skills, Knowledge and Ability Requirements

• Minimum of 2 years of experience in customer service or a related field, preferably in a logistics environment.
• Understanding of pricing processes and international shipment logistics, preferably in specialty healthcare logistics.
• Excellent communication and interpersonal skills.
• Ability to manage and prioritize multiple tasks in a fast-paced environment.
• Proficiency in using customer service software and tools.
• Fluency in English and Mandarin; additional language proficiency in Korean, or Japanese is a plus.

What Cencora Offers

Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.

Full time

Affiliated Companies

Affiliated Companies: World Courier (Malaysia) Sdn Bhd

Equal Employment Opportunity

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law. The company's continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory. Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email hrsc@cencora.com. Messages and emails regarding anything other than accommodations requests will not be returned.